Mid-Monthly Product Release 1 - June 7

New Features

1.1. Pre-Built Analytics

1.1.1. Advanced Request Analytics

• Customers are now able to view analytics for requests that have been fulfilled through Neural+ as well as Public KB in the same dashboard as Workflow based fulfillments giving them full visibility into all Requests and their corresponding resolutions. This is enabled for specific apps using an application level configuration.

1.2. Connectors and Integrations

1.2.1. Igloo Integration

• The Aisera platform now integrates with the Igloo knowledge management software. The integration natively allows you to ingest your knowledge documents from Igloo, which can be used across your Aisera applications.

1.2.2. ServiceNow Integration

• Support for ingesting custom user profile fields from ServiceNow. This feature allows you to specify custom user profile fields to be ingested from ServiceNow. This configuration is available in the ServiceNow Data Source Configuration dialog.

1.3. Workflows

• Workflow analytics enhanced to support large volumes of request data.

2. Other Updates

• Data Source functionalities have been enhanced to support ingestion of PDF knowledge documents.

• Enhanced Live Agent functionality to account for transfer between agents for Salesforce Live Chat.